HiringCafe
Posted 1w ago

Service Desk Manager

@ Vix Technology
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Manchester, England, United Kingdom
OnsiteFull Time
Responsibilities:Lead incidents, Coordinate major incidents, Improve processes
Requirements Summary:3 years leading distributed or global Service Desks with ITIL-based SLA management; experience integrating AI for proactive IT solutions; strong incident governance and KPI reporting.
Technical Tools Mentioned:ITSM tools, Incident management, KPI reporting, AI in IT operations, Escalation management
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Job Description

Make The Connection.

Vix Technology is a global leader in providing innovative solutions for public transit, believing that accessibility should be a standard. With over 35 years of experience and systems deployed in more than 200 cities worldwide, we take a modular approach to integrate various partners and technologies, creating best-in-class solutions. Our dynamic team consists of over 450 dedicated professionals across 12 offices globally, spanning APAC, Europe, and North America. We pride ourselves on fostering a flexible and collaborative work environment that empowers our employees to connect and excel.

If you are passionate about making a difference in public transportation and thrive in a team-focused atmosphere, we invite you to apply and contribute to our vision of a more connected world.

Find out more about your new workplace!

We seek a proactive, imaginative problem solver who is eager to dive in, address challenges, and create something exceptional as our Service Desk Manager. If you are motivated by the opportunity to make a significant impact, this is your chance to excel.

Service Desk Leadership & Capability Development

  • Lead UK and US Service Desk teams, managing performance, mentoring, and capability growth.
  • Standardise global processes, expand L1/L2 skills, manage shifts, and foster a customer-focused culture.

Incident, Problem & Change Management Governance

  • Own Incident Management lifecycle and governance of Problem and Change processes.
  • Ensure effective triage, escalation, ticket hygiene, SLA compliance, and operational KPIs.
  • Drive continuous improvement in incident handling and classification.

Major Incident Coordination

  • Coordinate Major Incident processes and bridge calls with Service Desk Managers (SDMs).
  • Ensure communication standards, approve formats, prepare Post-Incident Reports, and track corrective actions.
  • Enhance the Major Incident framework continually.

Reporting, Performance & Continuous Improvement

  • Manage monthly SLA and incident reports ensuring accuracy and contractual alignment.
  • Analyse trends and incidents to drive service improvements and update operational standards.